Readiness Ambassador

Key Responsibilities

• Guide new hires during their transition from training to the live operations floor.

• Provide real-time side-by-side coaching, assist with complex customer queries, and help trainees navigate internal tools and systems.

• Monitor daily trainee metrics (such as Average Handle Time, Quality Scores, and First Resolution Rate) and provide constructive feedback.

• Act as a role model for company values, fostering a positive, high-energy environment to keep new hires motivated and reduce early-stage attrition.

• Collaborate closely with Team Leaders and Trainers to identify knowledge gaps and recommend refresher training where needed.

Key Qualifications

• At least 1–2 years of solid experience as a Customer Service Representative (CSR) or Technical Support Representative (TSR) in a BPO environment.

• Consistently meets or exceeds current operational key performance indicators (KPIs) and quality standards.

• Excellent verbal and written English communication skills; ability to explain complex processes clearly and patiently.

• Strong familiarity with BPO tools, CRM platforms, and standard troubleshooting or ticketing systems.

• Exceptional patience, empathy, and leadership potential. Passionate about helping others succeed.

• Willingness to work flexible hours, including night shifts and holidays, to match nesting wave schedules.